Feb 13, 2019, 9:36 am
Last edit by: JDiver
Questions about, guide to, and listing of, compensation (2019, master thread)
Welcome to the "2019 Guide to, and listing of, compensation" thread!
NOTE: AA Flight Attendants are issued Samsung Galaxy Note handheld devices. These are equipped with the iSolve app, which enables flight attendants to offer AAdvantage members on-the-spot compensation in the form of AAdvantage miles when specific inconveniences happen inflight. Those inflight inconveniences might include such things as inflight entertainment issues, broken seats or meal shortages. link to article by By Lewis Lazare, Chicago Business Journal, Jan 9, 2018
If compensation is not generated onsite or automatically (occasionally, it will), you will want to contact American Airlines Customer Relations. See Contacting American Airlines Customer Relations & Complaint, Issues (master thread).
In keeping with tradition, we'd like to ask members to report their compensation in the following format:
- Date
- AAdvantage Status
- Fare class
- What happened
- Compensation
- Comments
• JGR01 has created a spreadsheet parsing posts in this thread from 2003-2007, available for download here
• AA's official policy regarding compensation for delays, cancellations, and diversions is as follows (thanks to tom911 for posting):
DELAYS, CANCELLATIONS AND DIVERSIONS
American Airlines will provide customers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations and diversions and will strive to provide the best available information concerning the duration of delays and to the extent available, the flight's anticipated departure time.
We are not responsible for any special, incidental or consequential damages if we do not meet this commitment.
When cancellations and major delays are experienced, you will be rerouted on our next flight with available seats. If the delay or cancellation was caused by events within our control and we do not get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodations, subject to availability.
In extreme circumstances, it is possible that a flight will cancel while on the ground in the city to which it was diverted. When this happens you will be rerouted on the next American flight with available seats, or in some circumstances on another airline or some other alternative means of transportation. If we are unable to reroute you, reasonable overnight accommodations will be provided by American, subject to availability.
American will provide amenities for delayed passengers, necessary to maintain the safety and/or welfare of certain passengers such as customers with disabilities, unaccompanied children, the elderly or others to whom such amenities will be furnished consistent with special needs and/or circumstances.
American Airlines will provide customers at the airport and onboard an affected aircraft with timely and frequent updates regarding known delays, cancellations and diversions and will strive to provide the best available information concerning the duration of delays and to the extent available, the flight's anticipated departure time.
We are not responsible for any special, incidental or consequential damages if we do not meet this commitment.
When cancellations and major delays are experienced, you will be rerouted on our next flight with available seats. If the delay or cancellation was caused by events within our control and we do not get you to your final destination on the expected arrival day, we will provide reasonable overnight accommodations, subject to availability.
In extreme circumstances, it is possible that a flight will cancel while on the ground in the city to which it was diverted. When this happens you will be rerouted on the next American flight with available seats, or in some circumstances on another airline or some other alternative means of transportation. If we are unable to reroute you, reasonable overnight accommodations will be provided by American, subject to availability.
American will provide amenities for delayed passengers, necessary to maintain the safety and/or welfare of certain passengers such as customers with disabilities, unaccompanied children, the elderly or others to whom such amenities will be furnished consistent with special needs and/or circumstances.
Contrary to the belief of some, airlines are not required to compensate passengers for “damages” when flights are delayed or canceled. Compensation is required by law only when you are “bumped” from a flight that is oversold. Airlines almost always refuse to pay passengers for financial losses resulting from a delayed flight. If the purpose of your trip is to close a potentially lucrative business deal, to give a speech or lecture, to attend a family function, or to be present at any time-sensitive event, you might want to allow a little extra time and take an earlier flight. In other words, airline delays and cancellations are not unusual, and defensive planning is a good idea when time is your most important consideration.
Also see (FT) EC261 / EC 261/2004 complaints, compensation and AA (master thread)
(The other compensation threads are archived and closed, but can easily be accessed for reading here:
ARCHIVE: 2018 Questions about, guide to, and listing of, compensation
2017 Questions about, guide to, and listing of, compensation (consolidated)
2016 Questions about, guide to, and listing of, compensation (consolidated)
2015 Questions about, guide to, listing of, compensation (consolidated - archived)
2014 Questions about, guide to, listing of, compensation (consolidated - archived)
2013 Questions about, guide to, and listing of compensation (archived)
Guide to, and listing of, compensation (2012 - archived)
Guide to, and listing of, compensation (2003 - 2011 archived)
AA Forum Moderator Team
ARCHIVE: Questions for 2019 about, guide to, listing of, compensation (master thd)
Mar 11, 2019, 10:51 am
#31
Join Date: Mar 2010
Programs: AA EXP, AA LT Gold, SPG Plat 75
Posts: 890
I had broken IFE in business class from Tokyo to LA two years ago after upgrading into the cabin with miles+copay. I was a Platinum at the time.
AA gave me 15,000 miles after I wrote in. In this case the flight attendant had already tried to improve the situation by offering me a tablet and a compensatory bottle of champagne to take home with me, both of which I mentioned in my note to AA.
My knee-jerk expectation would be to get about 25-35% of the miles used for the ticket back as compensation, perhaps more if you have high status.
AA gave me 15,000 miles after I wrote in. In this case the flight attendant had already tried to improve the situation by offering me a tablet and a compensatory bottle of champagne to take home with me, both of which I mentioned in my note to AA.
My knee-jerk expectation would be to get about 25-35% of the miles used for the ticket back as compensation, perhaps more if you have high status.
Mar 11, 2019, 11:30 am
#32
Join Date: Nov 2014
Posts: 255
Question: Does AA label people who complain more than x times in a set period as "complainers" and give them less compensation in the future?
I was on a flight yesterday that had a mechanical delay of over 4 hours. I'm leaning towards not requesting anything, since I got home before bedtime and these things just happen. However, I didn't get several hours of work done, causing Monday to be a mess, and Sunday was stressful and a somewhat wasted day.
Would you request compensation for a 4+ hour mechanical delay, or would you save the complaint for a worse situation?
Thanks.
I was on a flight yesterday that had a mechanical delay of over 4 hours. I'm leaning towards not requesting anything, since I got home before bedtime and these things just happen. However, I didn't get several hours of work done, causing Monday to be a mess, and Sunday was stressful and a somewhat wasted day.
Would you request compensation for a 4+ hour mechanical delay, or would you save the complaint for a worse situation?
Thanks.
Mar 20, 2019, 8:15 pm
#33
Join Date: Apr 2013
Posts: 220
Thanks
Grenada doesn't have any regulation on this that I'm aware of, so I think you are stuck with American's policies, which are that for a mechanical-caused overnight they will pay for a hotel (obligated by CoC) and you may get some miles or a small travel voucher though they are not obligated to do so.
https://www.aa.com/contact/forms?topic=CR#/ is probably the best place to start. Keep it short. If they didn't already pay for your hotel, I'd include a receipt for that and any meals.
https://www.aa.com/contact/forms?topic=CR#/ is probably the best place to start. Keep it short. If they didn't already pay for your hotel, I'd include a receipt for that and any meals.
Mar 20, 2019, 11:25 pm
#34
Join Date: Jan 2011
Location: STL/ORD/MCI/SAN
Programs: AA CK MM, AC SE100K, UA 1K, DL Plat, Hyatt Globalist, Hilton Diamond, Marriott Platinum
Posts: 1,987
Mar 2019
AA EXP
'U' class
PBI-ORD
Cancelled flight
15k miles each (me+non-status companion)
AA EXP
'U' class
PBI-ORD
Cancelled flight
15k miles each (me+non-status companion)
Last edited by metallo; Mar 21, 2019 at 12:35 am
Mar 26, 2019, 10:07 pm
#35
Join Date: Mar 2003
Location: New York
Posts: 191
Misconnect what reimbursement (compensation - to merge)
we were connecting trough mia today and we missed our connection due to a late incoming flight. Aa provided us a hotel room for the night and rebooked us next day. We had booked an award stay using SPG points for or hotel at our destination and we were past the cancelation period.
What type f compensation are we entitled to?
What type f compensation are we entitled to?
Mar 26, 2019, 10:12 pm
#36
Moderator: Avis and Rental Cars
Join Date: Oct 2006
Posts: 8,032
What was the reason for the misconnect? Since you had paid for a hotel and AA gave you one, it's basically a wash (you weren't out any unnecessary money/points) and I don't think there's any reimbursement due so long as they also provided transportation to/from the hotel and meal vouchers (assuming it was a MX delay).
If you have any other necessary expenses (meals over/above what AA provided, clothes, etc), then this is where 3rd party insurance (credit cards/etc) comes in handy.
If you have any other necessary expenses (meals over/above what AA provided, clothes, etc), then this is where 3rd party insurance (credit cards/etc) comes in handy.
Mar 26, 2019, 10:24 pm
#37
Join Date: May 2008
Location: PHL (kinda, no airport is really close)
Programs: AA Exp, but not sure for how long. Enterprise Platinum woo-hoo!
Posts: 4,550
You will never get compensated for missing things at your destination. If you paid $50,000 for a pair of front-row seats to Bruce Springteen's last-ever concert, you 'll get "We're sorry."
You can imagine what a can of worms that could be if they did.
The best you will ever ever get is a flight back home and a refund for a "trip in vain."
The most you will ever get is a hotel, meal vouchers, and transportation to and from the hotel, or maybe to a different local airport if you're rebooked. Even then, you won't even get that if it's weather-related. They used to give a phone card too but nobody needs them anymore.
You can imagine what a can of worms that could be if they did.
The best you will ever ever get is a flight back home and a refund for a "trip in vain."
The most you will ever get is a hotel, meal vouchers, and transportation to and from the hotel, or maybe to a different local airport if you're rebooked. Even then, you won't even get that if it's weather-related. They used to give a phone card too but nobody needs them anymore.
Mar 26, 2019, 11:08 pm
#38
Moderator: American AAdvantage
Join Date: May 2000
Location: NorCal - SMF area
Programs: AA LT Plat; HH LT Diamond, Maître-plongeur des Muccis
Posts: 62,948
we were connecting trough mia today and we missed our connection due to a late incoming flight. Aa provided us a hotel room for the night and rebooked us next day. We had booked an award stay using SPG points for or hotel at our destination and we were past the cancelation period.
What type f compensation are we entitled to?
What type f compensation are we entitled to?
Calling the duty manager at the hotel can sometimes result in money or points back in instances like this.
Mar 26, 2019, 11:34 pm
#39
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,400
The most you will ever get is a hotel, meal vouchers, and transportation to and from the hotel, or maybe to a different local airport if you're rebooked. Even then, you won't even get that if it's weather-related. They used to give a phone card too but nobody needs them anymore.
Wrong. You can get real cash, IIRC up to 600 Euro per person, if the problem causes your arrival at your destination to be delayed and if your flight departed from the EU. In this case EC261 applies and mandates compensation for most flight delays as part of the regulations. It also applies to flights to the EU on BA (currently) and other EU carriers or those from countries like Switzerland who have adopted the EC261 rules.
Mar 26, 2019, 11:37 pm
#40
Join Date: Apr 2007
Location: Australia
Posts: 6,338
Wrong. You can get real cash, IIRC up to 600 Euro per person, if the problem causes your arrival at your destination to be delayed and if your flight departed from the EU. In this case EC261 applies and mandates compensation for most flight delays as part of the regulations. It also applies to flights to the EU on BA (currently) and other EU carriers or those from countries like Switzerland who have adopted the EC261 rules.
Mar 26, 2019, 11:45 pm
#41
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,400
I'm responding to the overly general "the most you will ever get" statement in the post I quoted.
The OP mentions a connection at MIA (perhaps not the only connection "today") presumably with at least one segment on AA, but AFAIK the trip could have originated in Europe or the OP could be going to Europe using a BA/IB/etc. operated flight.
The OP mentions a connection at MIA (perhaps not the only connection "today") presumably with at least one segment on AA, but AFAIK the trip could have originated in Europe or the OP could be going to Europe using a BA/IB/etc. operated flight.
Mar 27, 2019, 12:14 am
#42
Join Date: Apr 2007
Location: Australia
Posts: 6,338
I'm responding to the overly general "the most you will ever get" statement in the post I quoted.
The OP mentions a connection at MIA (perhaps not the only connection "today") presumably with at least one segment on AA, but AFAIK the trip could have originated in Europe or the OP could be going to Europe using a BA/IB/etc. operated flight.
The OP mentions a connection at MIA (perhaps not the only connection "today") presumably with at least one segment on AA, but AFAIK the trip could have originated in Europe or the OP could be going to Europe using a BA/IB/etc. operated flight.
Mar 27, 2019, 6:19 am
#43
Join Date: Nov 2010
Programs: Enough
Posts: 961
If your trip was international in nature and the misconnect was controllable (e.g. mechanical, staffing, etc.) AA would be liable for costs incurred, including things such as lost wages.
This liability flows from Article 19 of the Montreal Convention. AA’s liability cap would be 4,694 SDR (equiv. ~ $6537 USD).
This liability flows from Article 19 of the Montreal Convention. AA’s liability cap would be 4,694 SDR (equiv. ~ $6537 USD).
Mar 27, 2019, 7:17 am
#44
FlyerTalk Evangelist
Join Date: Jul 2003
Posts: 23,050
If your trip was international in nature and the misconnect was controllable (e.g. mechanical, staffing, etc.) AA would be liable for costs incurred, including things such as lost wages.
This liability flows from Article 19 of the Montreal Convention. AA’s liability cap would be 4,694 SDR (equiv. ~ $6537 USD).
This liability flows from Article 19 of the Montreal Convention. AA’s liability cap would be 4,694 SDR (equiv. ~ $6537 USD).
" However, Article 19 further provides that, the "carrier shall not be liable for damage occasioned by delay if it proves that it and its servants and agents took all measures that could reasonably be required to avoid the damage or that it was impossible for it or them to take such measures." "All measures" has not been interpreted to mean an airline must do everything in its power to avoid delay, only what is reasonable."
"Courts have found that airlines behaved reasonably in delay situations caused by increased security measures, mechanical failures, and weather disruptions. "
Mar 27, 2019, 7:26 am
#45
FlyerTalk Evangelist
Join Date: May 2004
Location: DFW/DAL
Programs: AA Lifetime PLT, AS MVPG, HH Diamond, NCL Platinum Plus, MSC Diamond
Posts: 21,422
we were connecting trough mia today and we missed our connection due to a late incoming flight. Aa provided us a hotel room for the night and rebooked us next day. We had booked an award stay using SPG points for or hotel at our destination and we were past the cancelation period.
What type f compensation are we entitled to?
What type f compensation are we entitled to?
I have had hotels cancel without penalties in such situations.